Senior Customer Service Officer

Manulife is a leading international financial services provider, helping people make decisions easier and lives better. Help shape the future you want to see — and discover that better can take you anywhere you want to go.

Position Responsibilities:

• Complete a pre-defined volume of outbound calls within our service turnaround time with quality
• Resolve requests within standard response times and obtain necessary information to support resolution of problems raised by customers, including escalation to management
• Cooperate with other teams and team members to ensure timely resolution of customer requests and problems
• Keep accurate records of request and resolution and ensure assigned jobs are completed within the standard service time with good quality
• Support to management and recommend productivity/ service improvements
• Support ad-hoc tasks to achieve desired results of business needs.

Required Qualifications:

• 2+ years of customer service experience preferred but not a must
• HKDSE/HKCEE/ diploma qualification will be required
• IIQE 1,3,5 will be preferred
• Preferably worked previously in a call centre/ service centre environment
• Experience in Individual Financial Products or MPF, group life and medical insurance, financial and wealth management products preferred
• Excellent telephone manner with good interpersonal skills
• Mature and pleasant personality
• Self-motivated and able to work independently
• Excellent service attitude and able to follow through on commitments to customers
• Adherence to quality standards
• Fast and accurate typing skills (over 45 wpm) and PC literate in Word/Excel
• Good communication skills in English and Chinese, both written and spoken

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.